EDU, Tudor; NEGRICEA, Costel; DUMITRU, Nicoleta Rossela - In: Holistic Marketing Management Journal 1 (2011) 4, pp. 33-41
In the field of services, quality is, in general, defined by the client and the management ensures the overfulfilment of the clients demands and expectations. The quality of services implies two essential aspects that a manager has to take into account: the clients satisfaction and the absence...